Live chat services is one of the greatest customer support solution for various business, but there are certain tips to keep in mind for enhancing the growth of customer experience . In this PPT we will see some of the do's and don'ts of live chat support.

1. 16 Do's and Don'ts of live
chat support services
(Tips)

2. About Live Chat Support
Live chat services is one of the greatest customer
support solution for various business, but there are
certain tips to keep in mind for enhancing the
growth of customer experience . Let us see some of
the do's and don'ts of live chat support

3. Don'ts of live chat support
• Avoid making too many transfers
• Avoid the longer waiting time
• Avoid using negative words

4. Avoid making too many transfers among the chat agents
Customers are annoyed when they
are transferred to multiple agents
for the chat support

5. Avoid the longerwaiting time foryourcustomer
According to the survey 70% of
customers extremely dislike the
long waiting time for the support.

6. Avoid using negative words
Negative words like words “can’t,”
“won’t,” or “don’t” can reduce the
customer satisfaction level

7. DO’S OF LIVE CHAT SUPPORT

8. Provide a transcript to the customers
At the end of the each chat
provide a email copy of the
transcript to your customer

9. Use canned/standard messages
Using a set of standard pre-
canned messages can reduce your
customers wait time.

10. Use targeted pages chat offer
Find the list of pages where the
users visit frequently and pop up
the chat offer to increase the
conversion rate.

11. Use pre chat information survey
Using preliminary information
survey before the chat, provides
proper direction to the proper
departments for faster response.

12. Use type indicators
Using type indicators can help in
providing faster response once the
customer hits the send button.

13. Use sound indicators
Use sound alert to indicate the
waiting customers to the busy chat
agents.

14. Use quickchat transfer
All chat agents will not have all
required expertise. If their chat is
out of their expertise, transfer the
chat quickly to the another agent
with the desired expertise.

15. Automatically accept the chat requests
Don't make the customer wait,
instead accept the chat
automatically with the standard
canned messaged.

16. Provide chat button with the email
Use chat button with the email for
follow ups, questions, suggestions
etc for faster resolution of queries

17. Provide customized chat offers
Instead of providing automated
chat pop up, use customized chat
invitation to targeted audience

18. Use up-sell and cross-sell techniques
Identify the customers and use
proper up-sell and cross-sell
techniques to improve the sales
conversion ratio

19. Make yourchat button more clear
Placing the chat button in the
steady location will make more
impact instead of placing in footer
or bottom.

20. Provide 24/7 support
Don’t limit your support for limited
hours, providing 24/7 support will
increase the customers loyalty.

21. Useful Links
• Importance of live chat support for ecommerce business
• Improve your support centre’s chat and email handling efficiency
• Benefits of live chat outsourcing services
• 5 tips to build rapport while providing live chat support services

22. About PGBS chat support services
With our 24x7 chat support and email support services we ensure full
customer satisfaction through quick and accurate response. Outsource to
us and get high ROI.
Our live chat solutions include
• Order tracking
• Up-Sell and Cross-Sell Programs
• Customer retention
• Technical assistance
• Account Information Updates
For more information visit:
http://www.proglobalbusinesssolutions.com/email-chat-support/

23. Contact us and avail effective customer support
solutions at cost effective pricing.
Visit: Proglobalbusinesssolutions.com